Issue with Viewing tickets in Service portal

[JohnnySnow]

Hi Team,

Few of our users reported that they are not able to view their tickets & its content in service portal page. Below are the links that they use.

Upon troubleshooting I observed below things

1. the issue is not with Widget (as users with ITIL or other role are able to view their tickets/contents)

2. Users who are facing this issue doesn't have any role attached to their ids.

3. There is no snc_internal role available in the system (which I assumed is available by default, but, it seems like this is only available when we install CSM or other plugins, which has Explicit roles plugin, that comes with it)

4. The issue seem to happen post Rome upgrade, as this issue was not reported before.

5. I went through the ACLs but couldn't figure out any issue with those as well.

Can someone please guide on what else could be the issue here?

Ideal Scenario

Thanks in advance,

[JohnnySnow]

Hi, yes it does, he has opened the ticket. Though he doesn't have any role attached, I believe he should still be able to see the records

[Ankur Bawiskar]

Hi,

for viewing incident table data user should have at least itil or snc_internal

check if that user has relevant role

Regards
Ankur

[JohnnySnow]

Hi, the user doesn't have any role, snc_internal role from what I understand is part of Explicit roles plugin which comes as part of CSM plugin and if this is installed then the users get default snc_internal role.

In our case we don't have that installed. So snc_internal role is not available. 

Giving ITIL role doesn't seem to be the right approach, as doing this could give that user access to the ITIL view, wherein he should only have access to the portal.

Also with above ACLs shouldn't he be able to access it as he is the "Opened by"user.

Thanks 

[Ankur Bawiskar]

are they able to see the ticket in native view?

[JohnnySnow]

Since they dont have role, I assume they dont have access to the native view, they are redirected to the service portal. (instance/sp instead of instance/nav_to.do)